Contact Center Modernization – Deployment Integration & Readiness Consultant

Fathom Management LLC•Austin, TX

1d•$130,000 - $160,000•Remote

About The Position

A large U.S. federal health agency is executing a nationwide contact center modernization initiative to expand 24/7 virtual access to high-quality healthcare services. This transformation includes technology modernization, workforce alignment, and deployment readiness across clinical contact centers. The Deployment Integration & Readiness Consultant will support technology strategy execution, organizational readiness, and deployment integration, ensuring that future-state operating models, governance structures, and technology deployment plans are clearly documented, aligned, and executable. This role is ideal for a consultant who thrives in fast-paced, ambiguous environments and excels at translating strategy into clear documentation, executive-ready materials, and actionable plans. Why This Role Matters This role directly supports a mission-critical federal healthcare modernization program, helping ensure that technology deployment, organizational readiness, and governance structures are aligned for successful nationwide adoption. The Deployment Integration & Readiness Consultant will play a key role in bridging strategy and execution for a high-visibility federal initiative.

Requirements

3+ years of Project Management experience, preferably supporting healthcare, contact center, or technology modernization initiatives
1+ year of experience working in or with the Federal Government
5+ years of experience working directly with diverse stakeholders, including client-facing engagement
2+ years of experience in business process analysis, workflow mapping, and requirements documentation
2+ years of experience with contact center operations, technologies, and best practices
Excellent communication, facilitation, and stakeholder management skills
Proficiency with Visio, Microsoft Excel, Word, and PowerPoint
Ability to adapt quickly and perform effectively in fast-paced environments
Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field
U.S. Citizenship required with ability and willingness to obtain a U.S. Public Trust clearance

Nice To Haves

Experience supporting operating model design, organizational structure definition, or transformation initiatives
Experience supporting federal healthcare clients, particularly VA or DoD
Experience with clinical contact center operations and healthcare workflows
Experience supporting large-scale organizational transformation initiatives

Responsibilities

Document current-state, transitional-state, and future-state technology strategies, including governance models, reporting structures, decision-making processes, and roles and responsibilities
Maintain project plans, RACI / roles-and-responsibilities matrices, governance artifacts, and readiness documentation
Track and synthesize outputs from technology strategy activities, including executive-level and detailed tactical project plans
Ensure alignment between technology deployment strategy and related workforce and technology initiatives
Track dependencies, integration requirements, and risks across workstreams, escalating issues as needed
Coordinate and document cross-workstream interactions to ensure synchronized execution across the broader contact center modernization program
Flag misalignment, unresolved questions, or risks that could impact deployment or future-state operations
Track progress against key milestones, maintaining logs of deliverables, performance indicators, and risks
Prepare clear summaries, status updates, and executive-ready materials for VA client leadership and project teams
Storyboard and develop PowerPoint decks, Excel workbooks, and Word documents to communicate strategy, readiness, and deployment plans
Navigate evolving requirements and ambiguity, making forward progress while adapting to change